> I have a question I am hoping there is a simple answer to a problem > we are having right now. We use the LDAP overlay with RT, so users > can login with their LDAP credentials, and requestors are validated > against LDAP when we enter tickets. However, we are running into a > problem when a HelpDesk employee misspells a requestor when entering > a ticket. It takes a long time to create the ticket, but it > eventually creates it without a requestor, and a small error message > stating "Could not find or create that user". That error is usually > missed, so when a technician goes to work on the ticket, they > have no > idea where to go or who to call about the problem. I can check the > rt.log file and get the following entry to find out what was > typed in > the requestor field: > > [error]: Could not load create a user with the email address > 'blah_blah_blah' to add as a watcher for ticket 1234 (/opt/rt36prod/ > lib/RT/Ticket_Overlay.pm:1423) > > That means an administrator can go back and figure out who the > requestor was supposed to be, but HelpDesk staff and Technicians > cannot. I believe the new LDAP overlay has a feature to create > accounts for even non-LDAP users, but we don't want to create > accounts for those misspellings. I think an ideal solution for us > would be to add that rejected username to the ticket as a comment. > However, I cannot find how to retrieve this information in a scrip > since it is not created with the ticket. If anyone knows how we > could achieve this, or has some other method to capture the > misspelled requestor info, please let me know. Thanks!
Rather than doing this, I would fix the code so that the page is presented again to the user creating the ticket, when they try to enter a requestor that does not exist. That way, they can't create a ticket until they get it right :-) Eric Schultz United Online _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com